FAQ

PLEASENOTE: tickets.de is selling Print@Home tickets only!

Questions regarding the order

Registration does not work?

- Please ensure you have no space or special character(s) in your user name - Please make sure your user name is not your email-address- Please make sure there is no space behind your user name- Please make sure to insert the captcha code pictured at the bottom of the registration form- If you cannot read the captcha code, please use the refresh function on the right hand side

Captcha codes are necessary in order to block bots (automated programs to tie up the system).

I can not log in even though I have already registered.

Please make sure to have confirmed your registration using the confirmation link which you have received via email right after completing registration.Please note: your email address is not your user name.

Do I have to register on tickets.de in order to buy tickets?

You may browse the site without creating an account. You will be required to create an account to use certain features of the site such as offering a ticket in our ticket exchange or to re-personalize a ticket.

You have 3 possibilities to buy tickets on tickets.de: a) as registered userb) as express user without registration c) with your Facebook user account.

As per above, it is mandatory to register in order to permanently access and manage your tickets.

When will I receive the tickets?

We are not sending any tickets by ground mail. You will receive a purchase confirmation email which will contain a download link to your tickets. Please do also check the junk mail folder. As a registered user your tickets are permanently available and accessible in your account.Please print out the tickets and take them to the event – tickets will be scanned at the entrance.

Is the printout sufficient in order to enter the event?

Yes, the printout is sufficient. The validity of the tickets will be checked by scanners directly at the entrance. Please make sure that the QR-code and the adjacent string of numbers are readable. Hard Paper Tickets are not available.

Can I resend tickets to my email address?

If you have bought tickets as registered user or via your Facebook user account, you can manage and access your tickets at any time in the section "Tickets“, i. e. you can download the tickets or send them to an email address of your choice. If you purchased tickets as an express user, please do get in touch with our customer service.

I have forgotten my password, how can I log in?

On tickets.de you can find the button „Forgot Password?“. Please click and follow the instructions. You will receive an automatic email including your user name and a link to reset your password.

I cannot open the PDF file!

In order to open the PDF file properly, you will need the latest version of Adobe Acrobate Reader. Download: http://www.adobe.com/products/acrobat/readstep2.html

Do I need to print my tickets?

Tickets shall be printed on a standard sheet of A4 paper. A black-and-white printout is sufficient.

Can I exchange tickets or return them?

Tickets are generally non-returnable. However, you can offer your tickets in our ticket exchange service. As a registered user you will find the relevant link in the section "Tickets“ when logged in at tickets.de

If you have purchased your tickets as an express user, you can register on tickets.de retrospectively and assign the tickets to your new user account. You will find the according link in the purchase confirmation email. Please note: The email address for registration must be the same as for purchasing.

Are tickets transferable?

Generally, tickets are transferable. Please take a closer look at our General Terms and Conditions (particularly clauses 8 and 9).

Selling tickets to third parties with a profit-making intent is prohibited. For certain events, tickets are personalized and only valid with a passport or valid ID of the ticket owner. We do not accept written mandate to transfer personalized tickets.To transfer personalized tickets, please see also FAQ „How can I change the name on the personalized ticket?“

Questions regarding payment

Which methods of payment are offered on tickets.de?

We accept several methods of payment to accomodate your needs: we offer payment by SEPA direct debit, by credit card or payment in advance.If you are purchasing tickets on a short notice prior to the event, the availability of payment methods offered may be limited.

When will the amount be debited from my bank account?

If you choose the payment method „SEPA direct debit“, the amount will be debited within a few days (maximum ten working days) after the purchase, depending on your bank. If the amount has not been debited after this period of time, please contact our customer service.

If you have paid by credit card, it will be charged immediately. You will find the amount on your next credit card statement. The date of the debit entry is dependent on your credit card institute as well.

What happens if the amount cannot be debited from my bank account?

If we cannot debit your account, the tickets will be invalidated irrevocably. Even tickets which you have already printed will no longer be valid. As debit returns lead to additional costs and efforts, you will be billed resulting chargeback fees. Afterwards you will be able to place a new order – provided that tickets are still available.

Attention: Please do not transfer the amount of your order to our account on your own initiative as tickets which have been invalidated cannot be re-validated!

How can I get an invoice for my order?

If you have bought tickets with your tickets.de or your Facebook user account, you can download an invoice in the section „Tickets“. If you have purchased tickets as an express user, you can register on tickets.de retrospectively and assign the tickets to your new user account. You will find the according link in the purchase confirmation email. Please note: The email address for your registration must be the same as for your prior purchase.

Questions regarding the ticket exchange service

How can I offer my tickets in the ticket exchange?

You can always sell your tickets right from your tickets.de account:You will find the according button in the section „Tickets“. If you have bought your tickets as an express user, you can register on tickets.de retrospectively and assign tickets to your new user account. You will find the according link in the purchase confirmation email. It is mandatory to use the same email address for your registration as you did for your prior purchase. Please note: tickets will be offered anonymously, you can only see your offer when logged out.

Will I be informed if someone has bought my tickets?

As soon as your tickets have been sold, you will receive an automatic email.

When will the amount be transferred to my bank account?

The amount will automatically be credited to your bank account/credit card which had been specified for the ticket purchase.

Can I always sell my tickets via the ticket exchange?

You can always sell your tickets via the ticket exchange as long as the official ticket sale is ongoing.As soon as the promoter has stopped the ticket sale, selling your tickets via the ticket exchange is no longer possible. The according button in the section “Tickets” will no longer appear and tickets will no longer be visible in the ticket exchange.

In case your tickets are not sold, they are still valid for use at the event!

Questions regarding the return of online-tickets

The event has been canceled or postponed – how will I get a refund for my tickets?

Refunds for canceled or postponed events can be managed through your tickets.de account. You will find the according button in the section „Tickets“.If the book back button is not visible in your account, please contact our customer service.

If you have bought your tickets as an express user, you can register on tickets.de retrospectively and assign the tickets to your new user account. You will find the according link in the purchase confirmation email. Please note: The email address for your registration must be the same as for your prior purchase.

Questions regarding personalized tickets

What does „personalized“ mean?

Personalized means that the first and last name of the person attending the event has to be entered during the ordering process and will be displayed on the ticket. Only the person whose name is displayed on the ticket and can prove his/her identity will get access to the event.

How will personalized tickets be controlled at the entrance?

The identity of the ticket holder will be checked at the entrance to the event. The ticket holder has to prove his/her identity by showing an ID card, passport, driver’s license, EC or credit card. Please note: The same applies for children.

What happens if I cannot prove my identity at the entrance?

The promoter has the right to deny access to the show if you cannot prove your identity at the entrance by showing an ID card, passport, driver’s license, EC or credit card.

How can I change the name on the personalized ticket?

Only the original buyer of the ticket can arrange a re-personalization. Therefore, the buyer has to log in on tickets.de and enter the first and last name as well as the email address of the new ticketholder. Furthermore, the buyer has to upload an official identification document that can be copied (not a personal ID card), reflecting the identity of the original ticket holder (such as health insurance card, passport or driver’s license). Please note that the ticket holder is the person whose name is currently displayed on the ticket. More details to be found in section 11 of our General Terms & Conditions.

I have no ID card which I can upload, what next?

Should you not be able to upload the required documents, we cannot accept your re-personalization request. However, you can still sell your tickets in the ticket exchange.

How much will a re-personalization cost?

A re-personalization will cost 5,- Euro per ticket and can only be paid by credit card. The payment is required only after approval of the re-personalization request.

How long does the re-personalization take?

We kindly ask for your patience due to the fact that re-personalizations are processed manually and being cross-checked for secondary market sales. All requests will be answered before admission takes place. You will receive a confirmation email which re-directs to the payment option for the re-personalization fee. After entering the credit card details, the old ticket will be invalidated and the new ticket will be sent to the email address you stated in the request.

How long can tickets be re-personalized?

Re-personalizations can be requested online until 6 hours before doors open to the event. The payment of the re-personalization fee is only possible by credit card and required only after approval of the re-personalization request.

I cannot request a re-personalization because I cannot find the according button – why?

There might be several reasons: a) You are not the original purchaser of the ticket (a re-personalization can only be requested by the original ticket buyer)b) You have bought the ticket as an express user and have not yet assigned it to your new user accountc) We have blocked your account for any re-personalizations.

My request has been rejected – why?

The reason for the rejection has been sent to you via email. Please also take a look at your junk mail folder. Should you have any further questions regarding the rejection of your request, please send an email to: umpersonalisierung@tickets.de

I have bought tickets as an express user and would like to request a re-personalization.

If you have bought your tickets as an express user, you have to register with the same email address on tickets.de – then log in and click on the according link which we have sent along with the purchase confirmation email. Herewith the tickets will be assigned to your new user account where you will find the according button for the re-personalization.

I have bought my ticket at a non-authorized reseller and a wrong name is displayed on the ticket.

In this case you will not get access to the event! Please contact the person/ company you have bought the tickets from. We advise to cancel the purchase because a re-personalization will not be granted due to violation of our General Terms & Conditons.

Further questions

Youth protection law

- presence of children/young adults at public events: under the age of 16 years, children and young adults need to be accompanied by an adult having custody or parental authority- young adults between 16 and 18 years without supervisory company are allowed to visit a public event until 24:00h- there is no time limitation for childen/young adults if accompanied by parental authority or an adult having custodyPlease also note regional variations as well as special legal age restrictions of the organizer!

Are the tickets which I have bought from a third party (e. g. via internet auctioneers etc.) valid?

We cannot guarantee the validity of tickets which have been bought from third parties. The bar code only allows one person to enter the event, i. e. the person who shows up first with the ticket will be granted access.

Caution: We explicitly advise not to buy tickets from third parties!

I paid more money for the tickets as shown on the print – why?

This indicates you have purchased the tickets through secondary sources.Tickets distributed via tickets.de are showing the same price as indicated in the particular event or ticketshop. tickets.de is not responsible for paying balances. Claims must be sent to the person or the company you purchased the tickets from.

What does 'best seating' mean?

If this type of seating is activated for an event, the best adjacent seats of the chosen ticket category, which are available at the time of booking, will be assigned to the customer. Those are defined by the distance of the seat to the center of the stage.